The reality is we don’t feel there is another product on the market like Visualizer. It is complementary to Genesys reporting as it potentially provides a validation mechanism for statistics without manually piecing events together from log files without the intent of replacing the true Genesys reporting tools. It eliminates the need to go to the logs for every issue and it allows a customer to look at large amounts of data quickly. With a little practice, customers can spot issues visually whether it is system or agent behavior related.
Visualizer provides both and more. The point of Visualizer is to consolidate all the enterprise event data in one location instead of merging disparate text log files. This interface also allows you to drill down on all that enterprise event data through an easy to use, clickable progression and advanced querying capabilities that simply are not possible with test log files.
Though we hope to eventually be available in the cloud, we are not currently operating in the Genesys cloud. We use event feeds from TServer, SIP Server, Config Server and Interaction Server and are not currently installed in the cloud environment at Genesys – but there are no technical reasons ports to those apps couldn’t be opened for Visualizer to listen and capture events. It will be based on customer need and Genesys strategy.
Visualizer can provide both. Segmentation of the enterprise view can be done by ConnID to show all DNs touch for a single interaction. It can be done by unique customer identifier if it’s a KVP and show all interactions by that customer in the time frame (outbound progressed to chat progressed to voice – total customer journey in Genesys).
Visualizer also can provide aggregate data via queries. Queries can be structured to perform calculations based on event sequence reconstruction and associated time stamps. Queries can be constructed to validate reports or even count recurring behavior or scenarios that are worth tracking.
Visualizer’s Data Collector can mask KVPs as the events are collected to protect confidential or sensitive data that travels with the interaction. We do offer some tools outside Visualizer to assist in masking data if you have clients with that need.
Data Collector is configured as a ThirdParty Application and is a client of the SIP server thus receiving the TLib events over the network. The events in that stream are processed and placed in storage. Data Collector also has a designated folder that it monitors and a SIP Server log is placed in that folder. Data Collector processes that file to gather all SIP messaging events, then places the file in storage, then deletes that log file from the folder. It all gets tied together by the unique session IDs.
If those environment states are set up in the Genesys Management layer as alarms then they get shared through the TLib event stream and Visualizer will pick them up as events, therefore allowing the ability to query against that data. Visualizer does not directly monitor applications or hosts in the way LCA currently does in a Genesys deployment.
URS information is supported to show the progression of the interaction taken through a strategy.
It can assist with communication problems, mostly by allowing quick isolation of when an issue occurred to speed the finding of a fault. Patterns will develop as normal activity and thus abnormal activity will stand out as not fitting a visual pattern.
One example of system diagnosis is lack of resourcing for IVR ports. Typical behavior would have a short yellow (ringing) block followed by a blue (established) block as a message is played. Long yellow blocks with no blue block following indicate continuous ringing and a sign that not enough resources are available to play the desired message.
Another example is round robin configured DN selection from a bank of DNs. There is an evident cascading pattern that should occur in that scenario and deviations from that pattern may point out issues with that bank of DNs.
Another example is default routing. The cessation of activity on a bank of DNs to then only see activity on a default point would indicate a system failure.
Queries can also be used to display errors as captured from the TLib event stream.
We keep track of changes to CME and display what the settings were at the time of the event. While you could create a query that might show the changes, it was not our intent to duplicate audit software solutions that exist.
The breadth of query options in Visualizer is nearly unlimited. Single click drill downs are available for all KVP Values in the data set and you can also create custom queries that allow you to slice the data any way you want. All the event data in the enterprise is being collected and with Visualizer, it is easy to mine that data.
The query ability of Visualizer allows you to filter views to isolate by any Key Value Pair in the data set. A customer journey can be isolated by querying on a ConnID. That will isolate the path taken across all DNs and all switches for an interaction. A customer journey can be isolated on a KVP of a unique customer identifier that will pull back all interactions for that customer with the time frame of the data set. You would see if an outbound call left a message, then the customer initiated a chat in response then maybe called into the contact center to finish a transaction. This encapsulates the results of their multi-channel experience.
Visualizer shows all legs that are in the SIP Server logs.
Visualizer does support multi-modal display so when Visualizer is connected to Interaction Server, Genesys multimedia interactions are tracked. Virtual Multimedia Switch objects (such as virtual queues) are also tracked. Should places (agents) be handling simultaneous interactions of differing media types the DN activity will stack as in the example below.
Visualizer can build a data set using TServer, SIP Server, Interaction Server or GPlus Adapter for WFM logs. What gets lost is the power of consolidation across all those applications to see if a multi-channel agent has more than just a voice interaction and also the related configuration information. The more logs that you try to use the more processing time the Visualizer application may need to produce the data set. The true power of the application is displayed when used in conjunction with Data Collector.
Multi-line KVP strings are something that we would have to add to our log parser when dragging in actual log files. One thing to note is that CR LF (newline) characters are supported if Visualizer is used in conjunction with our Data Collector. Data Collector operates via a direct connection to the server rather than having to parse log files.
The UI is English, but all variable names and attached data is displayed in native language. We only support English log files for log parsing when using Visualizer to open an actual log file.
Visualizer is not intended to manage the logs, as we take the event feed thus we eliminate the need to manage the logs. Many customers go to Visualizer first to avoid hunting for logs and events. Should they need logs to send on to support, they know exactly which log file is needed from the application and the timestamp of the file, provided in Visualizer.
We do not mandate a specific log level. If the customer would like us to collect SIP messages, then the log level must be set to a level that produces a SIP message, likewise for URS. Typically, the level should be set to 3-5 to produce an appropriate message, DEBUG is level 6.
Visualizer has a proprietary data management system to allow us to process huge amounts of data and search it quickly. Some parts are already patented and parts are patent pending. We take the event feeds and store in our own DB. We also have a web services API that can allow customers to pull the data if they want and send to other systems. Clients determine how much data they want to store.
The retention period is configurable and only limited to the disk space allotted for storage. Data Collector stores the processed event feed in a Windows file folder system built for rapid return of query results. It truly is a question of allotted disk space for those folders. Visualizer is independent of third party database systems.
Visualizer font display will scale per the font scaling settings configured in the operating system. Visualizer also has zoom capabilities to expand the timeline when visual results are displayed.
There is a web service API that can be used to pull data to external sources if desired.
The information is presented near real-time. We capture the events and process with a simple parse and input action. There is a short lag to display but usually far less than 15 minutes. Server specifications for running Data Collector are reasonable and quite standard for servicing an application. As for receiving the event data streams, the network load will be equivalent to adding a Genesys Statserver as they both would be receiving the same event stream.
It does work in multi-site clients and it scales to thousands of seats – we have installed and are running Visualizer in one of the largest banks in Canada, with 5000+ seats and benchmarked beyond that level. Another large, North American Genesys cloud/hosted partner currently uses Visualizer to manage their multi-tenant client base.
Sizing is something we prefer to discuss for very large clients. Our current largest client has more than 5000 agents, takes 60K-70K calls/day and runs Visualizer without issues. We’ve load tested to 4x their volume without issue and talked conceptually to a leading consumer electronics company about how to handle their environment (~25000+ agents). One of the largest banks in Canada and large utility providers use Visualizer, as well as a Genesys hosted provider, that uses Visualizer to help manage their multi-tenant environment and customers.
Visualizer does support multiple sites. There are existing clients that have a multi-site environment and the solution is configured for no loss of data. Multiple switches are also supported and that is a key benefit as Visualizer can quickly help identify issues that happen on one and not the other.
Installation is typically less than 40 hours – often a day for single site clients. The majority are done within 1-2 days, once hardware or virtual machines are available and access has been granted.
Deployment is straightforward – some customers are concerned about the data privacy – but they control the access and security by who gets the login. The data does not have to leave their environment.
The install of Visualizer is straightforward. It typically takes less than 8 hours. We have prepared documentation to assist in the deployment process.
Setup is as simple as unzipping an executable and setting up as a service on the server. Configuration involves pointing to the current Genesys environment and creating a ThirdParty Application in the Genesys environment to establish component connections for gathering events. You will then need to identify if there is a need to mask certain KVPs and then set up masking via a configuration web page. Once this is complete you are ready to start collecting and segmenting data. Visualizer comes with a set of out-of-the-box queries to get you started. The development of new queries will help enhance that initial offering and can be done at the users’ pace as required.
Aria can help with sizing based on size of client and traffic. A 50K call/day contact center produces roughly 1GB of data of the enterprise activity per day.
If there are clients that are concerned or want to try before they buy, Aria will support pilots and proof of concepts that have virtually no risk for the client. We do recommend that the clients pilot in their production environments as the true value to be evaluated is contained in a large data set and sample size. Lab environments often run the risk of having little or no activity to produce substantial data and findings.
A typical customer is whoever supports the Genesys environment at the client site. Call Center Managers like the data analysis that is available as it relates to customer experience, agent behaviors and unique items in their contact center.
The target contact center size is anyone who has a Genesys environment – small centers use Visualizer to minimize support issue resolution time and increase their ability to work on other projects – large centers see a powerful ROI.
Visualizer is licensed per concurrent agent seat (max logged in at any one time). This makes the Visualizer solution affordable to the large or small Genesys client. Perpetual and Pay-per-use options are available depending on your needs.
The end customer would need to have the Enterprise Connector License which is a simple Right to Connect license. Should a customer not already have that license purchased, as is the case with smaller customers, Genesys has agreed to waive that requirement for App Foundry applications for a small pricing uplift. The uplift is much smaller than the cost of purchasing the license but will only pertain to the App Foundry application (Visualizer in this case) and does not permit them to use through any other connection. It is still an important factor in the sales cycle to determine if they have a license to adjust pricing accordingly but much more scalable in this format as the slight uplift is on a per seat basis as opposed to the one price enterprise fee in the pricing guide.
For supporting resources and documents please visit our web site.